Otera + Microsoft Dynamics 365

Overview

Microsoft Dynamics 365 unifies CRM and ERP capabilities, managing customer interactions, sales processes, and business operations for organizations across industries. The platform centralizes data and enforces workflows, but teams still review cases, handle exceptions, and determine next steps. When Otera connects to Dynamics 365, autonomous AI agents fully handle that decision layer and execute actions, enabling end-to-end processing across customer service and operations.

How It Works

Otera works alongside Dynamics 365, extending business operations into autonomous, end-to-end execution.

• Access unified data: Agents pull customer records, case details, transaction history, and operational data from Dynamics 365, building the full context needed to evaluate each situation.
• Resolve cases and exceptions: Otera evaluates cases against business rules, customer history, and operational context to determine appropriate resolutions, handling the judgment work that typically requires manual review.
• Update and execute: Agents return decisions to Dynamics 365, updating records, closing cases, triggering follow-up processes, and maintaining data consistency across modules.
• Escalate strategically: When situations involve factors requiring human judgment, such as high-value customers or unusual patterns, Otera routes them with relevant context for efficient and informed handling.